Lead Service Desk Analyst

at  Nextech

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Expert knowledge of large (1000+ client) Microsoft workstation environments, including client-side interactions with Active Directory and Microsoft Office 365
• Demonstrated prior experience with large electronic management/deployment tools, such as Microsoft Endpoint/SCCM (preferred) or similar third-party tools
• Significant experience is required in driving standardization and creating robust scalable enterprise-wide solutions and services
• Prior exposure to HaloITSM is highly desired
• Knowledge of ITIL concepts and experience with robust incident and change management processes is desirable
• Experience with Citrix software or other enterprise-level thin client solutions desired
• Exceptional interpersonal and communication skills
• Ability to work in a collaborative, highly dynamic team and fast-paced, growing environment
  Qualifications:

EDUCATION AND EXPERIENCE:

• Minimum of 3+ Years of experience in IT client support with a minimum of 2 years as senior or lead working in a call center environment
• BS degree in Information Systems, Computer Science or a two-year technical degree combined with relevant work experience
• Experience in HVAC Industry or other service business preferred

PHYSICAL REQUIREMENTS:

• Continuously able to work in office environment
• Continuously able to operate a computer and other office productivity machinery, such as a copy machine, telephone, and computer printer.
• Continuously able to sit at a computer for up to 8 hours
• Able to alternate between sitting and standing, as needed throughout the day
• Occasionally able to lift up to 15 lbs.
• Continuously requires vision, hearing, twisting, and talking
• Occasionally requires walking, lifting, carrying, reaching, kneeling, pushing/pulling, bending, and crouching
• Rarely requires climbing

ROLE:

The Lead Service Desk Analyst leads and supervises the day-to-day operations of the Nextech Service Desk. This includes providing direction and support for daily work activity, which includes not only the quantity but also the quality of their work and the services provided to our employees. This role requires strong people skills, a good balance of supervisory and technical experience including basic understanding of how computers and networks operate. The Lead Service Desk Analyst must have the ability to think quickly in high-pressure situations and have the knowledge to know how to problem-solve. The Lead Service Desk Analyst is a mentor in the Department and is responsible for providing training to the Service Desk team members on technical developments, customer service, and should serve as a resource for handling Incident tickets.

Responsibilities:

• Create, implement, and maintain new and/or improved processes and standard work which delivers an exceptional customer experience
• Identify needed areas for specialization, develop and implement training/education plan with team members
• Coach team members on the execution of highest quality interactions with internal user/customers, including executive management
• Define and establish schedules, set priorities, provide support/direction, and administrative issues as needed
• Perform the standard functions of a Service Desk technician while being an escalation point for team members
• Establish and enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction
• Train Service Desk team members on operational procedures and troubleshooting techniques
• Provide training on new hardware and/or software applications as needed
• Create user accounts and manage access control based on company policies
• Analyze and identify trends in issue reporting and develop preventative solutions
• Gather and analyze metrics to benchmark the Service Desk workload, performance, and identify trends in Service Desk operations, presenting to Leadership
• Other duties, as assigne